Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Canon Shop Order "********"
  
  I ordered PG-260 XL BLACK INK CARTRIDGE SKU: 3706C001
  
  But it wasn’t delivered to me even thought tracking says it’s delivered.
  Please issue my refund
  Thanks

  Business Response

  Date: 05/01/2024

  A courtesy replacement order was processed today.  Expected delivery date is early next week.  Order number is ********.  

  Customer Answer

  Date: 11/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  hi , replacement item stickers came out and looks damaged . I want to return it and need a free return label 
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 16/01/2024

  This issue has been addressed by our support representative.  Waybill was provided and Return Authorization processed.  Refund may take up to 10-15 business days from the date that the "defective" item is received at our warehouse.  

• Initial Complaint

  Date:01/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered from Canon's online shop an **** *****mm lens on Nov 13, which was supposed to take 3 to 7 days to ship to me.
  
  On Nov 17, while the lens was still in transit, Canon lowered the price from $999 to $849. I immediately contacted Canon online to ask for a price adjustment, only to be told that I should call Customer Service instead. So, I called Canon CS at 866-521-9965 and was told that I had to wait for the shipment to arrive before they could do the price adjustment. On Nov 22, I finally got my lens and called Canon CS again the following day. A ticket was opened and the agent assured me he would work on it.
  
  Only that he did not. I heard nothing from Canon at all, before I decided seven days was long enough and called Canon CS again, only to be told NOTHING had been done, and that the only way to really give me back the $150 was to return the lens and buy it again at the lower price. Something they could have told me TEN DAYS before, when the lens was still in stock. Now that the lens is out of stock and the discount about to run out, I am left with no recourse. *** *** *** ********** *** ****** **** * ********* *** ** ******* **** *** ** *** ** ***** * ** ******** *** *** *** ** ******* ******* ** **** *** ************* *** **************

  Business Response

  Date: 08/12/2023

  Dear *****,

  No need to return and re-purchase the product.  Your refund for the price difference is in process.  

  Thank you for your patience.  

• Initial Complaint

  Date:23/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 5, 2023 we purchased a Canon Powershot SX740 for $506.01 (incl HST). We sent in for repairs on October 12, 2023 and it was received by Canon on October 16. I called them on October 25, since I had not heard anything to verify receipt of my camera. They said it would take 10 business days from date of receipt to repair. I received an email with a notification stating they are replacing the camera on October 27. I once again contacted them on November 17 by phone and chat because I had heard nothing and the repair tracker still said "Pending", As of today, it still says "pending - replace". It has been 29 business days. * ********* **** **** * **** ** ****** ** ** ******** ** be never **** ****** * ******* **** *** ** ******* *****

  Business Response

  Date: 28/11/2023

  Dear ******,

  Our apologies for the delay in getting you a replacement camera.  I can confirm that the camera was shipped from Canon on Friday November 24 and delivered on Monday November 27.  The ********* tracking number is ************.

  Thank you for your patience.  

  Customer Answer

  Date: 28/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank  you. The camera was received yesterday.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my camera lens into their service and repair Center, and rather than conduct an assessment and estimate as requested, and indicated was their SOP on their website, they quoted me a replacement cost which was higher than their own store sells the lens in brand new condition for.

  Business Response

  Date: 13/06/2023

  The lens in question was inspected.  The technician found the lens has water marks within the inner elements, with some minor rust marks on the main PCB. Although the lens seems to be working at this time, water damage tends to get worse over time.  Since we can not reliably repair the lens, our recommendation was replacement.  The price quoted is system generated and is higher than than the sale price on shop.canon.ca.  The sale ends on July 6, 2023.  

  The replacement offer was rejected and the lens is currently on route back to the customer at no charge.  

• Initial Complaint

  Date:18/01/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  In 2022, I tried several times to delete my two Canon accounts using the e-mail address on its privacy page, but never got a reply. So I used regular customer support, asking for my data to be completely deleted. Instead, it was immediately disabled. This meant my data was still there, and when I asked if it could be at least scrambled instead, my message was blocked due to my disabled account.
  
  So, I wrote from my second account, asking for both accounts to be deleted or at least scrambled. However, this time, I was given a message saying that I had to write from the first account to discuss this matter. I explained this wasn't possible because it was disabled, and it won't let me un-disable it, but I instantly got the same reply saying I needed to write from the disabled first account . . that can't be un-disabled.
  
  I'm stuck in a cycle at this point, so I hope BBB can step in and help. **** ****** *********** ** *** ************** ** **** *****

  Business Response

  Date: 24/01/2023

  All data from account linked to ********@****.ca has been deleted from our database.  No information was provided for the second email address that was used to contact Canon.  

  Customer Answer

  Date: 24/01/2023

  
  
  Complaint: ********
  
  
  
  Thank you, I can see that the ********@****.ca account has finally been deleted. As for the second account, it's: ******@****.ca. * ******* * *** ******** * ********** ** ** ** *** ************ *** ** **** **** ******** ******* *** ** ******

  I had to click "reject" to keep this thread going, but once Canon has deleted the 2nd account, I will mark this case as "accept." Thanks again!

  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 31/01/2023

  Second email address provided is now deleted.

  Customer Answer

  Date: 01/02/2023

  
  
  Better Business Bureau:
  
  
  The deletion request has been completed. Thank you, Canon, and I do hope you will simplify this process in the future. That said, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an "ImageCLASS MF451dw" printer from **** *** and it is a monochrome duplex printer/scanner. I like what it is supposed to do however, I can rarely get it to print. I had a Canon senior technician spend approximately two hours over two days trying to get it to print. He gave up. **** *** exchanged it (same model - same problem). I use the latest version of ******* ** and my other printers work fine. **** *** wants almost $200.00 to install it. They will not show me that it works on one of their computers and I have had numerous bad experiences with **** *** losing files from my computer so taking my computer to them will not happen. Canon uses a generic driver for this printer and I know their technician unsuccessfully kept tried different drivers before giving up. I see **** *** has a bunch of this model printer on sale for $50.00 less than the sale price that I paid. My opinion is that they are trying to get rid of them because there are so many problems with them. I like what this printer/scanner is SUPPOSED to do so I want Canon to do whatever it takes to make it work. Including taxes, I paid $344.92 for this. This has cost me lots of time and aggravation. Canon is welcome to replace it with an equivalent or better model at no additional cost to me. The printer/scanner should function as advertised. I spent gas and time purchasing, exchanging, and troubleshooting this printer. They have an obligation to make it work.

  Business Response

  Date: 04/01/2023

  Canon Technical Support Agent contacted the customer for additional troubleshooting.  The issue has been resolved.  Customer was having issue with the original system running ******* **, then upgraded to *****. USB printing and scanning are now working fine. Suggested a fresh copy of ******* ** be installed.

  Customer Answer

  Date: 06/01/2023

  ******** - contrary to what Canon told you, the problem with my printer has not been resolved. In fact, the Canon support person I spoke with caused new more serious problems with my computer system. I should have never allowed him to access my system. He blames my operating system which has been working fine. My ** printer has been working fine however the changes he made to my system have had a negative effect on how my ** printer works. CANON ABSOLUTELY DID NOT RESOLVE THE PROBLEM. ** *** ***** *** ******** *** **** *** **** **** ****** *** ****** ****** **** ***** ******** ** ******* ** * **. The support people at Canon want me to believe that I am the only person having problems. * ** ******* ********* **** ***** ******* *** ********

  Business Response

  Date: 16/01/2023

  Several unsuccessful attempts have been made to contact the customer over the last week.  Based on the last call with Canon support, the Canon printer was able to print, however the ** printer had some issues.  Canon does not support other manufacturers devices.  Kindly reach out to us again if there are still issues related to the Canon printer.

  Customer Answer

  Date: 16/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I had a perfectly good working computer system. Canon technician Adam was given access to my computer system to fix the Canon printer problem. He did not get the printer to work consistently. I was able to get it to print occasionally. My ** printer has worked perfectly for years and my ****** program has worked perfectly for years. Adam has induced new problems in my computer system that prevent my ****** program and ** printer from working properly and has DEFINITELY NOT FIXED the Canon printer problem. The problems created by Adam will probably be very costly for me to have fixed. I deeply regret allowing Adam access to my computer and will not give Canon technicians any more opportunities to further damage my system. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 31/01/2023

  Canon technician, Adam, created very serious problems on my computer that will take time and expense on my part to resolve the problems that he created. I regret that I ever allowed Adam access to my computer. I don't know what the BBB can do for me regarding this problem but allowing Canon additional access to my computer is not an option. I don't know how he can refer to himself as an expert.

  Thanks for your help.

   

• Initial Complaint

  Date:17/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order that was received by canon as per confirmation email on October 17. Immediately realized I had ordered the wrong product and called to cancel. I was informed that they would attempt to cancel it however if the order was already processed that it would be delivered and I was to refuse the delivery.
  I never received the delivery and contacted Canon to inquire on November 3. I was informed that the package had been returned and had been processed at the warehouse. I was to expect a refund in 5-10 business days.
  
  I called on November 17 to inquire about the status of the refund as directed to contact them again if the refund had not come in at which time I spoke with David who told me it had not yet been processed by the warehouse and once it was processed it would be another 5 to 10 business days for the refund. I explain to him that the information I had received weeks ago was that it was already processed and he told me it was not and that I needed to wait. when I asked what his name was he told me “I already told you that at the beginning of the call” then proceeded to tell me his name was David.
  
  At this point my order seems to be in limbo - one rep says it is processed, another says it is not. As per their return policy, I have only 30 days to create a RMA however they will not creat this until the product is returned?
  
  Order number ********

  Business Response

  Date: 18/11/2022

  We can confirm that the return has been processed by our warehouse on November 17, 2022.  At this time, no further action is required, and the funds should go back to the customer's credit card (********** ending in ****) over the next few days, hopefully by early next week at the latest.  Apologies for the delay.

  Kind Regards,

  Canon Canada